"Conversations" Section: One Window Instead of Ten Tabs
The “Conversations” section is a single workspace that aggregates customer messages from all channels at once: WhatsApp, Facebook, Instagram, Telegram, and even email. Managers no longer need to switch between apps and check each channel separately—all inquiries appear in a single feed in real time.
At the same time, flexibility isn’t compromised: you can connect multiple WhatsApp numbers and several Facebook or Instagram pages to the system at once—which is convenient if your company has multiple business lines, branches, or separate sales teams.
Working in “Dialogues” feels just as familiar as using a regular messaging app: you can send text, voice messages, and pre-approved templates—there’s no learning curve for employees.
Why This Solves a Real Business Problem
The main risk of using personal numbers and messaging apps is dependence on a specific employee. If a manager quits or leaves for a competitor, they take with them not only their experience but also the entire customer base stored on their phone. The business can no longer recover that correspondence or those contacts.
In our system, WhatsApp communication takes place not through the manager’s personal number, but through a single company number, and all correspondence is automatically saved in the CRM. This means that:
- the history of communication with the client remains with the company, even if the employee leaves;
- any other manager can pick up the conversation without losing context;
- the customer base belongs to the business, not to an individual.
More Than Just Messages: Understanding the Customer
“Conversations” aren’t just a message feed—they’re the context of the sale. Right in the conversation window, you can see where the customer is in the sales funnel: what’s preventing them from making a decision, whether they’re ready to buy right now, and what additional offerings you can suggest. The manager conducts the conversation with a clear understanding of the customer’s history and needs—this boosts conversion rates and improves service quality.
Pinned Messages In the chat window,
you can switch from Messages to Pins to view pinned messages. To pin a message, simply right-click on it and select “Pin.”
"Notifications"
Section By clicking on a customer’s name, you can open their profile—and here, in addition to the information in the "General" section, there is a "Notifications" section where you can unsubscribe the customer from Altegio newsletters and notifications.
Adding a New Contact for Communication
Select the desired channel and phone number, then you can start chatting with the new client.
Merging contacts
This is handy when a client has multiple numbers or, for example, WhatsApp and Instagram accounts. Select both contacts and click the merge icon.
Filtering
Filter by which channels/messengers are displayed, by the assigned staff member, and by whether or not a transaction exists with the customer.
Folders in the "Conversations"
Section Take a car dealership as an example: two sales managers work each shift. It’s important not to miss new customer inquiries while also avoiding duplicate information.
- "In Progress" includes conversations that a specific manager has responded to, or conversations that have been personally assigned to a manager or designated employee.
- New — all new messages from all channels that have not yet been replied to or assigned. Once a manager messages a customer, the conversation is automatically moved to their “In Progress” folder. After the conversation is complete, click “End Conversation,” and it will be moved to the “All” folder.
- All — all conversations since Message Help was activated (you can also import contacts during the initial authorization process).
Read — double checkmark.
Delivered — single checkmark.
! — sending error.
Creating Templates
Now you don’t need to save text templates in notes—use a template for convenience. You can also attach a file to a message, such as a presentation or price list. Insert the file into the template, and with a single click, both the text and the file will be sent.
